Human Centered On Call Practices
summary
Maintains critical Etsy ML pipelines, expands on-call rotation expanded rotation from 5 to 15, runs an anonymous on-call retro to surface unactionable alerts, then performs a data deep dive to tune only the top frequent pages — retry windows, working-hours only, delete or fix the alert, and rewrite playbooks for newcomers. Uses PagerDuty and Retrium for paging and anonymized retros. Result: ownership, better observability, fewer interruptions and off-hours pages down to zero despite record traffic, and a noticeably happier, less burned-out team.
AI-written summary · about
chapters (8)
- 0:00Introduction
- 0:44On-call fundamentals
- 2:04Identifying burnout
- 3:45Choosing an approach
- 4:48Implementing improvements
- 7:07The feedback loop
- 9:05Results and takeaways
- 11:06Q&A and closing
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